New Trilingual B4Checkin Website Breaks Language Barriers

First Canadian hotel online interface supplier to incorporate North American language standards B4Checkin, the developer and provider of a cloud based software solutions for the hospitality industry, has completely rebuilt their website to meet the trilingual needs of the North American hotelier. “Our clients come from across the United States, Canada, the Caribbean, Latin America and Africa. For many, English is a secondary language,” commented Greg Thomson, VP of Sales & Marketing. “We added French and Spanish to reflect these needs.” Each of B4Checkin’s five available products, b4checkin – the highly interactive booking engine,b4feedback – an online questionnaire, b4arrival – the online check-in system, b4easypost – a payment authorization system and b4GDS – the global distribution system, as well as all case studies and PDF’s are fully incorporated in the three languages. Visit b4checkin.com. About B4Checkin B4Checkin is a developer and provider of an innovative suite of cloud-based software solutions for the hospitality industry. Designed to help hotels better manage …

lmaadminNew Trilingual B4Checkin Website Breaks Language Barriers

Your Colors Are Your Brand

Here’s a scary story. I’m driving to a meeting and get stopped at an intersection. While waiting for the light to change, my eyes dart sideways to a bus stop where there was a large poster for a local university. Trying to entice teenagers as well as targeting adults seeking continuing education courses, the ad was painted in a strong pumpkin orange background with thick stenciled yellow text and strokes of dark brown. The copywriting was bold, the message was clear; but what did this make me think of? Reese’s Peanut Butter Cups. I admit, my stomach was probably getting the best of me, but the fact remains that a banner ad for a college, or any organization for that matter, should not make me draw such a divergent association. Alas though, you cannot blame the university for this brand linkage failure; it’s Reese’s fault. Yes, blame those yummy peanut …

Larry MogelonskyYour Colors Are Your Brand

Tw-heat up your travel with #VISIT FLORIDA

VISIT FLORIDA hosted the first-ever joint Toronto Travel Massive and Travel Media Association of Canada event at the Drake Hotel in downtown Toronto entitled Tw-heat up your travel with #VISIT FLORIDA on Wednesday June 17th, 2014. The 90+ attendees from both Travel Massive and TMAC (as well as Floridian Partners) enjoyed a delectable ‘Florida Sunset’ welcome cocktail as well as a sumptuous array of food including lobster ceviche, cubano beef mini sliders, coconut shrimp and the ever popular gourmet seafood taco bar, complete with rock shrimp, refried beans and grilled pineapple through the course of the evening. Attending Partners, including Club Med – Sandpiper Bay Florida, The Florida Keys and Key West, The Beaches of Fort Myers and Sanibel, Visit Orlando, Visit Pensacola and St. Petersburg/Clearwater mingled with a multitude of media members throughout the evening highlighting their destinations and what they have to offer Canadians. Also in Toronto for …

lmaadminTw-heat up your travel with #VISIT FLORIDA

Steering the Ship of a 7,500-plus Crew

For a luxury-seeking hotelier such as myself who is used to working with and reviewing properties of 200 rooms or less, tackling ARIA Resort & Casino in Las Vegas is a somewhat daunting task. Hoteliers will confide that consistently delivering 5-diamond and 5-star services for a typical 200-350 room property with a few restaurants, a pool, spa and other amenities is already a complex task. Now imagine the responsibilities for a 4 million-square-foot property: 4,000-plus rooms; 300,000 square feet convention center; 215,000-square-foot pool area; 80,000-square-foot spa; 1,800 seat theater; 26 restaurants and bars; and not to mention a 150,000-square-foot casino. Each casino on The Strip requires an army to move operations forward. For ARIA, all of this rests squarely on the shoulders of Paul Berry, VP of hotel operations. I sat down with him for a brief conversation one early Friday morning in the Lobby Bar to talk about the …

Larry MogelonskySteering the Ship of a 7,500-plus Crew

The Three Pillars of Hotel Customer Service

Every good salesperson or individual working in guest service knows about guest expectations: you must first meet, and then exceed. This presupposes you are actually able to meet a customer’s expectations, because if you cannot, then it goes without saying that you will disappoint. However, meeting is just okay — mediocre at best. Being okay is not enough. Too many other hotels are already capable of this, so you aren’t differentiating yourself from the herd. By exceeding expectations, you will surprise and delight your guests — both positive sentiments to have for your hotel. I want you to go one step further — or one pillar further. I want you to anticipate guest expectations — the pinnacle of service, in my mind. Think of it as you would a relationship with a person. When you are strangers, wants and needs must be spelled out. When you are acquaintances, expectations are …

Larry MogelonskyThe Three Pillars of Hotel Customer Service

“Talent” in the Hospitality World

Originally, I had set out to write a short, inspirational manifesto about the nature of innate talent versus the merits of hard work. But as more and more evidence mounted, I realized that there is a lot more behind the word ‘talent’, especially when applied to the hospitality industry. Even though the simple conclusion, in a strict business sense, is that hard work and dedication to one’s job will always trump talent, the real answer is mired in gray. For starters, how would you describe a ‘talented hotelier’? Does this modifier imply the same attributes when compared to that of a talented athlete or a talented entertainer? Can the term even be applied to the world of hotel operations and management? If you’ll have me, let’s take a closer look at some of the lurking qualities of talent to see if perhaps there is more we can do to foster …

Larry Mogelonsky“Talent” in the Hospitality World

Think Of Your Kids This Father’s Day

Given that it’s the Friday before the annual Father’s Day Sunday, it’s a bit late to start addressing strategies and packages to help you capitalize on this occasion. If you don’t have at the very least a restaurant promotion in place then you’re missing out (that’s provided your restaurants aren’t already at capacity and achieving multiple turns per shift). Now I could use this post to talk about ideas for next year’s Father’s and Mother’s Days, but instead I want to discuss something far more philosophical and pervading. Let’s start with a question: would you want your children to work in hospitality? Why or why not? I pose this for several reasons. First, if you do not want your progeny to assume the mantle, then does that mean that you have regrets about your chosen occupation? Do you not view this line of work as admirable? Moreover, how would this …

Larry MogelonskyThink Of Your Kids This Father’s Day

LMA Attends TMAC Media Marketplace Event in Pittsburgh

From May 29 to June 1, LMA attended the Travel Media Association of Canada (TMAC) Media Marketplace event held in Pittsburgh. While there, the Florida Keys Canadian representative Jerry Grymek spoke to TMAC media members about the Florida Keys and explained its many attractions. The media representatives were excited to hear about the Florida Keys’ attractions, volun-tourism and culinary interests and left with a smile on their face and Key Lime cookies in the hand (not to mention some great information on the Keys). LMA would like to thank TMAC for putting together such a great AGM and Media Marketplace!

lmaadminLMA Attends TMAC Media Marketplace Event in Pittsburgh

In Vino Veritas, Part XXII: Beer and Cheese

Since my college days, I haven’t been the biggest beer drinker (or guzzler, as was often the case back then). I’ve stuck with wine, or, for an aperitif, whiskey or cognac. But now, with the resurgence of microbreweries and local beers (in contrast to the outright dominance of national brands), I’ve been finding myself indulging in this starchy beverage far more than I perhaps should considering my austere diet regimens. Microbrews come in many different flavors, and they are an excellent way to immerse guests in an authentic local experience. Another emerging trend (at least from a North American perspective) is to substitute beers for wines in cheese tastings. Even though this is what I’m about to discuss in greater detail, it’s not just tastings I want you to consider, but ways to pair piquant beers with savory mains or cheese boards as meal accompaniments. The bottom line: there are …

Larry MogelonskyIn Vino Veritas, Part XXII: Beer and Cheese

It’s the Little Things That Make the Difference

Did you ever notice that it is the little, unexpected nuances that grab your attention? From the world of statistics comes the normal curve of outcome distribution, also known as a bell curve because of its shape on a 2D graph. This simple curve identifies that for most circumstances, the result is going to be somewhere in the middle — the hump of the curve so to speak. That is the expected. It is the two “tails” of the curve — those outcomes that have deviated from the standard — that stand out and differentiate your property, for better or for worse. Focusing on the “for better,” it’s these positive outliers that will create those memorable moments that translate into actual word-of-mouth or a rank increase on a travel review website. Woe vs. wow moments Think about your trip to the office this morning. What do you remember about it, …

Larry MogelonskyIt’s the Little Things That Make the Difference